Complaints Procedure

Complaints Procedure for Man and Van Colliers Wood

Man and Van Colliers Wood is committed to providing reliable, professional removals and man and van services. We recognise that, on occasion, things may not go as planned. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us throughout the process.

1. Purpose of this Complaints Procedure

The purpose of this procedure is to provide a clear, fair and accessible method for customers to make a complaint about any aspect of our service, including local and long-distance moves, packing assistance, loading and unloading, or storage-related arrangements that we manage with partners.

Our aims are to:

• Make it easy for you to tell us if something has gone wrong.
• Treat all complaints seriously and with respect.
• Investigate promptly and impartially.
• Put things right where we are at fault and learn from any mistakes.

2. What We Class as a Complaint

A complaint is any expression of dissatisfaction about the service you have received from Man and Van Colliers Wood, whether it relates to:

• Booking and quotation for your removal or man and van service.
• Conduct, timekeeping, attitude or appearance of our movers or drivers.
• Care taken with your furniture, boxes and personal belongings.
• Vehicle suitability, equipment or handling during loading and unloading.
• Communication before, during or after your move date.
• Invoices, charges, or any aspect of payment and billing.

We welcome feedback even if you are not sure whether your concern is a formal complaint. If in doubt, raise it with us and we will guide you through the appropriate steps.

3. How to Make a Complaint

You can make a complaint in writing or verbally. We encourage written complaints where possible, as this helps us understand the situation clearly and keep accurate records for you.

When making a complaint, please provide:

• Your full name and the address where the service was carried out.
• The date of your move or booking and, if known, your job or reference number.
• A clear description of what happened, including times and locations if relevant.
• Details of any damage, missing items or delays you are concerned about.
• What outcome you are seeking, for example an explanation, apology, correction of an error, or review of charges.

Complaints should normally be raised as soon as possible and no later than 30 days after the service was provided. This timeframe helps us to investigate effectively and access any relevant records.

4. Our Complaints Handling Stages

We operate a simple two-stage complaints process to keep things straightforward and transparent.

Stage One: Initial Review and Response

At this stage, we aim to resolve most complaints quickly.

• A member of our team will acknowledge your complaint as soon as reasonably possible.
• We will review your booking details, speak with the team members involved in your move, and assess any supporting information you have provided.
• Where appropriate, we may contact you to clarify details or request additional information, such as photos of any damage.

Once we have reviewed the matter, we will provide a response that explains:

• Our understanding of your complaint.
• What we have investigated and the outcome of that investigation.
• Any steps we are taking to resolve the issue.
• Any further options available to you if you remain dissatisfied.

Stage Two: Escalation and Further Review

If you are not satisfied with the Stage One response, you may ask for the complaint to be escalated.

• Your complaint will be reviewed by a more senior member of our team who was not directly involved in the original case, where possible.
• We may ask for any additional information or evidence that you have not yet supplied.
• We will reassess the complaint, the findings at Stage One, and whether our initial decision and any proposed remedy were reasonable.

Following this review, we will provide a final written outcome explaining our conclusions and the reasons behind them.

5. Timescales for Handling Complaints

We aim to resolve complaints as quickly as we reasonably can, while ensuring a fair investigation.

• Acknowledgement: We will acknowledge your complaint as soon as possible after receiving it.
• Stage One response: We aim to provide an initial response within 10 working days. If the issue is complex or requires further investigation, we will let you know and provide an updated timescale.
• Stage Two response: If your complaint is escalated, we aim to provide a final response within 15 working days of escalation. Again, if more time is needed, we will keep you informed.

6. Remedies and Outcomes

Where a complaint is upheld, the action we take will depend on the nature of the issue and any applicable terms and conditions agreed at the time of booking. Possible outcomes include:

• An explanation and, where appropriate, an apology.
• Practical steps to put things right, where this is possible.
• A review or correction of invoices where errors have occurred.
• Internal action to prevent similar issues in future, including additional staff training or changes to our procedures.

Any offers of compensation or goodwill gestures will be considered in line with our service terms, limitations of liability, and any insurance or cover options you selected for your move.

7. Your Responsibilities When Making a Complaint

To help us handle your complaint fairly and efficiently, we ask that you:

• Raise concerns as soon as possible after the service.
• Provide clear and accurate information about what happened.
• Cooperate with any reasonable requests for additional details or evidence.
• Treat our staff with respect and allow us reasonable time to investigate.

8. Confidentiality and Data Protection

All complaints are handled in confidence. Information will only be shared with members of our team who need it to investigate and respond to your complaint. We handle all personal data in accordance with applicable data protection requirements and retain complaint records only for as long as necessary for legal, regulatory and quality control purposes.

9. Continuous Improvement

Man and Van Colliers Wood uses feedback and complaints to review and improve our removals and man and van services. We regularly assess trends and recurring issues to refine our processes, staff training and communication, with the aim of providing a consistently reliable moving experience in our service areas.



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Contact us

Company name: Man and Van Colliers Wood Ltd.
Opening Hours:
Monday to Sunday, 07:00-00:00

Street address: 254 Durnsford Rd
Postal code: SW19 8DS
City: London
Country: United Kingdom

Latitude: 51.4359610 Longitude: -0.1967540
E-mail:
[email protected]

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